Odigo Reviews

Odigo serves as our primary tool to transform our customer service operation, functioning as a comprehensive contact center SaaS service that provides centralized interactions. Intelligent routing of interactions represents another important aspect of our main use case, where Odigo distributes customer contacts at an organizational level, making intelligent routing a primary use case for us.

Our team uses Odigo as a unified hub for managing all our customer interactions across various channels, including phone, email, chat, social media, and Salesforce chat, which plays a centralized role by integrating with Salesforce to provide a consistent and personalized experience that helps centralize all customer data.

Odigo offers several key features that are essential for our operations. Odigo is designed to be flexible and scalable for our business, enabling rapid adaptation to changing customer demands on a seasonal basis while emphasizing open interactions that smoothly integrate with our existing Salesforce CRM and other business systems for a more unified workflow.

Since using Odigo, we have seen a significant boost in customer satisfaction, achieving a high score because omnichannel routing ensures quick connections between customers and the right agents. Improvements in agent productivity result from real-time interactions that help resolve issues faster, reducing average handling times and increasing first contact resolution rates.

There is always an opportunity for enhancement in sophisticated CRM platforms like Odigo, particularly as customer expectations and technology evolve, with common focus areas for contact center solutions including advanced AI interactions for better self-service, predictive analytics, and streamlining user interfaces for more intuitive agent workflows.

For an even better customer experience, there is a growing need for greater personalization using customer data to anticipate needs for tailored interactions, as well as proactive communications that notify customers about delays or updates before they reach out, ensuring a seamless transition between communication channels for a frustration-free journey.

There are several other areas where enhancements are needed, such as proactive sentiment detection for understanding customer emotions in real time and deeper support for emerging messaging platforms to improve customer interaction methods.

I have been working in my current field for three and a half years, and this is my first company.

Odigo is considered a stable and reliable platform for us, benefiting from cloud-native architecture and hosted on AWS, which helps minimize downtime and ensures smooth operations.

Odigo's scalability is supported by its cloud-native architecture, allowing it to handle fluctuations in interaction volumes without major hardware upgrades.

We experience comprehensive customer support with Odigo, encompassing user onboarding, technical assistance, and ongoing account management to ensure effective platform utilization. I would rate the customer support at nine, as they provide timely technical support and guidance across all cases, ensuring issues are managed promptly.

Our team was previously using Genesis, and while we still utilize it for other operations, we have fully deployed Odigo with Salesforce, making it essential in our current setup.

The returns on investment with Odigo depend on our organizational baseline. With a growth rate of 123%, we have also reduced major escalations by almost 95 to 96%, contributing significantly to both customer and employee experiences.

I can share specific metrics related to customer satisfaction scores and average handling time improvements. I would rate Odigo overall as a nine because I have not faced any specific issues with it. I assign a rating of nine out of ten to Odigo because its intelligent routing has successfully reduced our wait time from around 92% to over 95% in three months, leading to a measurable increase in our customer satisfaction scores, evidenced by our business scalability of over 100% and our overall performance surpassing expectations at 123% last fiscal year. My best advice for others considering Odigo is to clearly define their specific customer service goals, invest time in agent training, and utilize the analytics and reporting features for continuous performance monitoring and improvement. I have rated this review a nine overall.

My main use case for Odigo is campaigns to recover debt from clients and operating as a call center with clients. For example, if a customer does not pay on time, we execute campaigns. We have more than ten campaigns. If a client belongs to one campaign, we contact them and attempt to recover the debt, trying to get them to pay. This is the main case, and we have also implemented an IVR process to facilitate customers paying without an agent, only with a machine.

Odigo's best features include a clear look and feel, excellent responsiveness, and ease of customizing fields and screens. We are using special screens in Odigo to personalize the main screen when a customer is contacted with personal information and contract information. We have also implemented a link to reach the 360 vision from SAP directly from Odigo.

Odigo has had a very good impact on my organization because the department working with this tool has experienced very positive change. It is a tool that makes it very clear to get information and reports, and it is beneficial for both agents and supervisors.

The more important KPIs are checked by the supervisor. They are also very interested in the reports of incoming recovered money from customers, which are very important for this use case and for the team.

I think it would be better if Odigo had more development tools to integrate with third-party tools. Needed improvements for Odigo would be integration with third parties because we have extensive integration with SAP. For us, it would be complex to do some integrations, but we are working with a good development team from Odigo, and it would be easy to work with them. However, we need more APIs to get some information or to get some keys from Odigo.

I have been using Odigo for more than one year.

Odigo is stable.

Odigo's scalability is easy to achieve because they have many blocks and specific tools to make scalability possible.

The customer support for Odigo is great. We do not have any problem with the support, and sometimes when we need to create an incident, solve an incident, or create a ticket, it is easy and quick to do with the provider team.

I did not previously use a different solution before Odigo.

I have seen a return on investment with Odigo because the use case is to save money and also to save time. Both money and time are saved.

I did not evaluate other options before choosing Odigo.

The main advice I would give to others looking into using Odigo would be to take time to design the process and the integrations before working in the tool. I rated this review nine out of ten.

I used Odigo as part of the integration of RingCentral with Odigo. Odigo was already integrated with RingCentral for the email part for us. Odigo made it possible to integrate the email interface of RingCentral with its routing engine and therefore to do omnichannel according to Odigo's rules but with RingCentral's email interface and email rules.

The power of its routing engine is one of the best features that Odigo offers, particularly the way skills work and its ability to have fine-grained routing of interactions.

For the clients I was working with who had Odigo, it allowed them to have a single platform on which they managed all their digital interactions and all their customer interactions.

Odigo's UX and UI could be more intuitive and efforts could be made on the design of the solution.

I have been using Odigo for five years.

There were call drops and a difficulty in getting logs on the dropped calls.

I assess Odigo's ability to handle a large number of users or interactions as sufficient.

It is good. On a scale of one to ten, I would rate customer support as eight.

In the context of my last professional experience where I used Odigo, the end client was using an in-house telephony system and Outlook for emails.

I evaluated RingCentral, not included within Odigo, but RingCentral as a standalone.

The RingCentral–Odigo integration was very superficial and therefore there was not necessarily the benefit of all the fine routing capability of Odigo in the emails used on RingCentral.

I was not involved in measurement topics. The solution may have been positively received mainly by management for agent productivity, less so in the field.

It is a tool that, when you spend time on it, can be properly configured. However, there are a certain number of limits in the tool and complexity in the configuration, as well as a configuration interface that is poorly designed.

I would advise others considering using Odigo to take the time to have internal resources to build up skills on the subject and to take ownership of how the solution works. I provided this review with an overall rating of six.